Question 1

Explain the concepts of poka-yoke and kaizen blitzes.

Accepted Answer

The poka-yoke concept was developed and

Question 2

In services low in _____,the customer's impression of physical facilities,processes,and procedures is important.

Accepted Answer

A) market appeal 
B) customer contact 
C) customization 
D) labor intensity 
A) market appeal 
B) customer contact 
C) customization 
D) labor intensity

Question 3

Internal activities are primarily concerned with _____,while external activities require attention to _____.

Accepted Answer

A) employees; customers 
B) efficiency; effectiveness 
C) production; service delivery 
D) standardization; customization 
A) employees; customers 
B) efficiency; effectiveness 
C) production; service delivery 
D) standardization; customization

Question 4

Which of the following is NOT TRUE regarding kaizen?

Accepted Answer

A) Kaizen requires substantial investment to fund cutting-edge innovation. 
B) Kaizen is different than reengineering. 
C) Kaizen concentrates on small, gradual improvements over the long term. 
D) Any improvement activity is a part of the kaizen philosophy. 
A) Kaizen requires substantial investment to fund cutting-edge innovation. 
B) Kaizen is different than reengineering. 
C) Kaizen concentrates on small, gradual improvements over the long term. 
D) Any improvement activity is a part of the kaizen philosophy.

Question 5

_________involves studying products,processes,or business performance of other players in the same industry to compare pricing,technical quality,features,and other quality or performance characteristics of products and services.

Accepted Answer

A) Industry benchmarking 
B) Strategic benchmarking 
C) Process benchmarking 
D) Competitive benchmarking 
A) Industry benchmarking 
B) Strategic benchmarking 
C) Process benchmarking 
D) Competitive benchmarking

Question 6

In the context of process management,_____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance,whereas _____ implies enhancing performance.

Accepted Answer

A) performance, innovation 
B) control, improvement 
C) inspection, anticipation 
D) standardization, customization 
A) performance, innovation 
B) control, improvement 
C) inspection, anticipation 
D) standardization, customization

Question 7

Most cross-functional business value-creation processes and all support processes are primarily _____.

Accepted Answer

A) service-oriented 
B) customer-oriented 
C) supplier-oriented. 
D) technology-oriented 
A) service-oriented 
B) customer-oriented 
C) supplier-oriented. 
D) technology-oriented

Question 8

Which of the following most specifically relates to products being repairable?

Accepted Answer

A) Design-for-disassembly 
B) Design-for-manufacturability 
C) Design-for-environment 
D) Design-for-durability 
A) Design-for-disassembly 
B) Design-for-manufacturability 
C) Design-for-environment 
D) Design-for-durability

Question 9

A service is more similar to a manufacturing operation if it is _____ in degree of customer contact,_____ in degree of labor intensity,and _____ in degree of customization..

Accepted Answer

A) low, low, low 
B) low, high, low 
C) low, high, high 
D) high, high, low 
A) low, low, low 
B) low, high, low 
C) low, high, high 
D) high, high, low

Question 10

Process design is more readily applied to manufacturing operations than to services.

Accepted Answer

A) True 
 B)False

Question 11

The employees of a manufacturing company who bill customers are involved in a(n)_________ for this manufacturing company.

Accepted Answer

A) value-creation process 
B) support process 
C) outsourced process 
D) supplier process 
A) value-creation process 
B) support process 
C) outsourced process 
D) supplier process

Question 12

As customization increases,_____ becomes a bigger factor in the customer's perception of service quality.

Accepted Answer

A) employee behavior 
B) process and procedures 
C) physical facilities 
D) professional judgment 
A) employee behavior 
B) process and procedures 
C) physical facilities 
D) professional judgment

Question 13

Two approaches for breakthrough improvement that help companies achieve stretch goals are _____ and _____.

Accepted Answer

A) brainstorming; team development 
B) Kaizen blitzes; quality circles 
C) benchmarking; reengineering 
D) innovation; feedback 
A) brainstorming; team development 
B) Kaizen blitzes; quality circles 
C) benchmarking; reengineering 
D) innovation; feedback

Question 14

Which of the following is TRUE?

Accepted Answer

A) Process improvement is more efficiently undertaken within one organizational function. 
B) Process improvement does not affect traditional organizational structures. 
C) Processes generally cut across traditional organizational functions. 
D) Process improvement is an operational decision, not a strategic decision. 
A) Process improvement is more efficiently undertaken within one organizational function. 
B) Process improvement does not affect traditional organizational structures. 
C) Processes generally cut across traditional organizational functions. 
D) Process improvement is an operational decision, not a strategic decision.

Question 15

Differentiate between value-creation (core)processes and supporting processes.Provide an example of each process.

Accepted Answer

Value-creation processes are those that

Question 16

In the Deming cycle,the three fundamental questions to consider are all of the following EXCEPT:

Accepted Answer

A) What are we trying to accomplish? 
B) What changes can we make that will result in improvement? 
C) What time period will it take for the improvement to be standardized? 
D) How will we know that a change is an improvement? 
A) What are we trying to accomplish? 
B) What changes can we make that will result in improvement? 
C) What time period will it take for the improvement to be standardized? 
D) How will we know that a change is an improvement?

Question 17

Documented control procedures are usually written down in a(n):

Accepted Answer

A) operations manual. 
B) flow chart. 
C) data control sheet. 
D) process control plan. 
A) operations manual. 
B) flow chart. 
C) data control sheet. 
D) process control plan.

Question 18

Spell-checkers in word processing software help reduce document misspellings.This poka-yoke is an example of:

Accepted Answer

A) customer errors in preparation. 
B) customer errors at the resolution. 
C) a task error. 
D) a tangible error. 
A) customer errors in preparation. 
B) customer errors at the resolution. 
C) a task error. 
D) a tangible error.

Explain the concepts of poka-yoke and kaizen blitzes.

In services low in _____,the customer's impression of physical facilities,processes,and procedures is important.

Internal activities are primarily concerned with _,while external activities require attention to _.

Which of the following is NOT TRUE regarding kaizen?

_________involves studying products,processes,or business performance of other players in the same industry to compare pricing,technical quality,features,and other quality or performance characteristics of products and services.

In the context of process management,_ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance,whereas _ implies enhancing performance.

Most cross-functional business value-creation processes and all support processes are primarily _____.

Which of the following most specifically relates to products being repairable?

A service is more similar to a manufacturing operation if it is ___ in degree of customer contact,_ in degree of labor intensity,and ___ in degree of customization..

Process design is more readily applied to manufacturing operations than to services.

The employees of a manufacturing company who bill customers are involved in a(n)_________ for this manufacturing company.

As customization increases,_____ becomes a bigger factor in the customer's perception of service quality.

Two approaches for breakthrough improvement that help companies achieve stretch goals are _ and _.

Which of the following is TRUE?

Differentiate between value-creation (core)processes and supporting processes.Provide an example of each process.

In the Deming cycle,the three fundamental questions to consider are all of the following EXCEPT:

Documented control procedures are usually written down in a(n):

Spell-checkers in word processing software help reduce document misspellings.This poka-yoke is an example of:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 7: Process Management

Explain the concepts of poka-yoke and kaizen blitzes.

In services low in _____,the customer's impression of physical facilities,processes,and procedures is important.

Internal activities are primarily concerned with _____,while external activities require attention to _____.

Which of the following is NOT TRUE regarding kaizen?

_________involves studying products,processes,or business performance of other players in the same industry to compare pricing,technical quality,features,and other quality or performance characteristics of products and services.

In the context of process management,_____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance,whereas _____ implies enhancing performance.

Most cross-functional business value-creation processes and all support processes are primarily _____.

Which of the following most specifically relates to products being repairable?

A service is more similar to a manufacturing operation if it is _____ in degree of customer contact,_____ in degree of labor intensity,and _____ in degree of customization..

Process design is more readily applied to manufacturing operations than to services.

The employees of a manufacturing company who bill customers are involved in a(n)_________ for this manufacturing company.

As customization increases,_____ becomes a bigger factor in the customer's perception of service quality.

Two approaches for breakthrough improvement that help companies achieve stretch goals are _____ and _____.

Which of the following is TRUE?

Differentiate between value-creation (core)processes and supporting processes.Provide an example of each process.

In the Deming cycle,the three fundamental questions to consider are all of the following EXCEPT:

Documented control procedures are usually written down in a(n):

Spell-checkers in word processing software help reduce document misspellings.This poka-yoke is an example of:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Internal activities are primarily concerned with _,while external activities require attention to _.

In the context of process management,_ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance,whereas _ implies enhancing performance.

A service is more similar to a manufacturing operation if it is ___ in degree of customer contact,_ in degree of labor intensity,and ___ in degree of customization..

Two approaches for breakthrough improvement that help companies achieve stretch goals are _ and _.